【摘要】：經(jīng)過(guò)多年的發(fā)展，船舶修造為代表的海洋裝備制造業(yè)成為中國(guó)科技與經(jīng)濟(jì)發(fā)展的支柱行業(yè)之一，從修造船訂單量來(lái)看，目前中國(guó)已經(jīng)成為船舶修造大國(guó)，尤其是2002至2008年之間，，依靠廉價(jià)勞動(dòng)力優(yōu)勢(shì)，中國(guó)修造船業(yè)爆發(fā)式的無(wú)序發(fā)展，直到2008年底國(guó)際經(jīng)濟(jì)危機(jī)爆發(fā)后，航運(yùn)市場(chǎng)隨著經(jīng)濟(jì)下滑深度低迷，國(guó)內(nèi)修船產(chǎn)能過(guò)剩凸顯，這種傳統(tǒng)勞動(dòng)密集性及行業(yè)的未來(lái)發(fā)展遇到了瓶頸。 A船務(wù)公司是中國(guó)目前排名前列的修船企業(yè)，該公司在發(fā)展過(guò)程中也存在著中國(guó)修船界普遍存在的問(wèn)題，業(yè)務(wù)發(fā)展依然依靠大量勞動(dòng)力，產(chǎn)品結(jié)構(gòu)技術(shù)含量不高，核心競(jìng)爭(zhēng)力不足，且技術(shù)提升和產(chǎn)品提升需要較長(zhǎng)的周期，在當(dāng)前普遍同質(zhì)化的國(guó)內(nèi)修船業(yè)內(nèi)，必須采取差異化戰(zhàn)略，尋求更高的顧客滿意度，有效維護(hù)和發(fā)展顧客群體，以度過(guò)難關(guān)，尋求發(fā)展。 本文從顧客服務(wù)與管理體系理論為切入點(diǎn)，對(duì)A船務(wù)公司基于顧客服務(wù)的差異化競(jìng)爭(zhēng)力建設(shè)必要性和目前存在的問(wèn)題進(jìn)行了分析，通過(guò)借鑒質(zhì)量管理體系和顧客關(guān)系管理理念建立內(nèi)部顧客服務(wù)管理內(nèi)控體系，從生產(chǎn)服務(wù)全流程加強(qiáng)管控和優(yōu)化，提供優(yōu)質(zhì)的技術(shù)、質(zhì)量服務(wù)，為顧客創(chuàng)造價(jià)值，以形成具備自身特點(diǎn)的核心競(jìng)爭(zhēng)力。通過(guò)顧客管理體系的建設(shè)和運(yùn)行，初步證明了體系運(yùn)行在顧客關(guān)系管理中的有效性，對(duì)行業(yè)內(nèi)企業(yè)發(fā)展具有一定參考意義。
[Abstract]:After years of development, the marine equipment manufacturing industry represented by shipbuilding has become one of the pillar industries in the development of science, technology and economy in China. Judging from the volume of shipbuilding orders, China has now become a large shipbuilding country, especially between 2002 and 2008. Relying on the advantage of cheap labor, China's shipbuilding industry exploded into a chaotic development until the end of 2008, when the international economic crisis broke out, the shipping market was in a deep downturn, and the overcapacity of domestic shipbuilding was highlighted. This traditional labor-intensive and the future development of the industry encountered a bottleneck. A Shipping Company is currently the top ship repair company in China. During its development, the company also has problems in the Chinese shipbuilding industry. Its business development still depends on a large number of labor forces, and the product structure and technology content is not high. The core competitiveness is insufficient, and the technology upgrading and product upgrading need a long period. In the domestic shipbuilding industry, we must adopt the differentiation strategy, seek for higher customer satisfaction, and effectively maintain and develop the customer group. To tide over difficulties and seek development. Based on the theory of customer service and management system, this paper analyzes the necessity and existing problems of building the differentiated competitiveness of A shipping company based on customer service. By using the quality management system and customer relationship management concept for reference to establish the internal customer service management internal control system, strengthen the control and optimization from the whole process of production service, provide high quality technology, quality service, create value for the customer. In order to form their own characteristics of the core competitiveness. Through the construction and operation of the customer management system, it is proved that the system is effective in the customer relationship management, which has certain reference significance for the development of enterprises in the industry.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F552.6;F274

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